Coronavirus FAQs

I will be working from home, how does this affect my cover? 

You do not need to tell us if you are carrying out clerical work from home, such as using a laptop or phone

 

Will my work equipment be covered at home?

You do not need to add business equipment (e.g. a phone or laptop) owned by your employer to your policy as this will usually be covered under their business insurance.

Any business equipment owned by you can be covered under your policy. Please check your Policy Schedule and Policy Wording for more details and limits.

 

Will my home be covered if I have to leave it unoccupied in the following circumstances:

  • Staying with friends, family or carers whilst the Government advises staying at home?

  • Staying with friends, family or carers whilst self-isolating?

  • Being unable to travel home from abroad?

  • Being in hospital?

 

Our policy usually allows up to 60 days unoccupancy before certain restrictions apply. However, we will waive these restrictions if the unoccupancy is unavoidable as a result of coronavirus.

If you are planning to leave your property unoccupied, here are some tips to help protect it:

  • ask a friend or neighbour to keep an eye on your property;

  • ensure your windows and doors are locked (and remove keys) and set your alarm;

  • switch off and unplug  electrical items;

  • turn off the gas at the mains, unless it’s required for an automatically controlled heating system;

  • turn off the water at the mains and drain the system unless an automatically controlled heating system requiring the water supply is left in operation.

 

I am usually away from the home during the day, but because of the Government advice to stay at home or having to self-isolate I am at home all of the time, is this something I need to tell you?

No, you don’t need to tell us if you are home more often because of the virus.

 

My friend, family member or carer is coming to stay with me whilst the Government advises staying at home or I am having to self-isolate, am I covered?

If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we will waive these restrictions if your friend or carer is staying with you as a result of Coronavirus. If your friend or carer continues to stay with you after the Government advice to stay at home or self-isolation finishes, you must advise us so we can update your policy.

 

I am taking personal belongings to another location where I will be living whilst the Government advises staying at home or I self-isolate, are they covered?

Yes, we will cover personal belongings temporarily removed from your home if you are living elsewhere while the Government advises that you stay at home or during self-isolation if you lose them, they’re damaged in a fire or stolen.   Please check your Policy wording for a full list of what we do and don’t cover, and details of policy limits.

 

I have been asked to provide a valuation within 30 days, but I am following the Government advice to stay at home or self-isolating so cannot provide one, am I covered?

Yes, we will continue to cover your items, subject to the validity of the information you have provided while you have to stay at home or self-isolate.

Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation.  In the meantime, you will be covered and we will send you a reminder at a later date.  

 

I didn’t receive my renewal documents, because I was in hospital with coronavirus or no post was delivered due to coronavirus.

If you find you have missed your renewal date due to issues relating from coronavirus, then please email us and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible.

 

I would like to add a high value item onto my Home Contents policy, can I do this online? 

Please email us to add high value items to your policy.

 

I would like to request a duplicate set of documents, can I do this online?

Please email us if you need duplicate documents.

 

I would like to view my policy booklets, can I find these online?

Your policy booklets can be accessed here.

 

I need to submit a Home insurance claim, how do I do this?

You can submit a home insurance claim online here.

You can also submit a home insurance claim by calling 0330 102 2749.

We are working with our suppliers to keep any disruption to our claims process to a minimum; however, our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.

 

I need to talk to you about something else, how do I get in touch?

Please call us on 0330 102 2470 if your policy needs to be renewed within the next 5 days. Please note our lines are open Monday-Saturday, 9am-5pm.

For all other queries, please email us and we’ll do our very best to get back to you within 5 days. Your patience during this time is greatly appreciated.

Other FAQs

Home insurance refers to either contents insurance or buildings insurance or a combination of both.

Buildings insurance covers the building, including any outbuildings such as sheds. Buildings insurance generally covers your home against risks including flood, fire and subsidence.

Contents insurance covers the possessions in your home. Contents insurance will cover you against your belongings being stolen and some policies may cover you if something in your home is damaged by accident.

Buildings and contents insurance can be sold separately, but if you need to make a claim, having buildings and contents insurance from the same insurer helps make the process easier.

The amount you pay for home insurance is calculated by looking at many different factors including your home’s location, size, construction type and security levels; the value of your contents; and your claims history.

Essentially, the higher the risk of loss or damage to your property, and the higher the value of the property and the contents, the more you’ll have to pay to insure them.

If your home is seriously damaged – due to flood, for example – we'll find alternative accommodation, similar to your own, for you to live in until you can return home. Limits vary depending on your level of cover.

If it is safe to do so, you should take steps to limit the damage where possible – for example move furniture out of standing water or switch off your water supply to stop a leak.

Student Cover is included on our Specialist Home Insurance cover and can be added to all of our Essential, Plus and Premier cover levels. It protects the contents, personal possessions and pedal cycles taken away from the home by a member of your family who is studying at university, college or school. This includes things like laptops, mobile phones and money.

Yes, 'valuables' are non-household goods, such as:

  • Jewellery (including costume jewellery)
  • Other things made of gold, silver or precious metals
  • Cameras, camcorders or binoculars
  • Watches
  • Furs
  • Paintings and other works of art
  • Stamp, coin or medal collections


      Each insurance product has a different valuables limit so you can choose the one to suit your needs.

      If you have any valuables worth more than £3,000 each, you’ll need to specify them when you get a quote.

      If you have any valuables that are worth more than £20,000 each, our Specialist Home Insurance may be more suitable for you. Find out more or speak to an adviser on 0800 916 6880.

Yes, second homes, holiday homes and let properties can be insured under our Specialist Cover.

If you need to make a Home Insurance claim, call us on 0330 102 2749 (we’re open from 8am to 8pm Monday to Friday and 9am to 5pm Saturday) or make a claim online.

For a Specialist Home Insurance claim, call us on 0800 916 6890 (we’re open 9am to 5pm Monday to Friday).

The claims handler will take your personal details and check your policy.

We’ll either repair your goods, replace them with new items, or pay out a sum equal to the cost we would have to pay for repair or replacement.
 

We are working with our suppliers to keep any disruption to our claims process to a minimum; however, our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.

 

John Lewis Finance and John Lewis Insurance are trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462).

John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Royal & Sun Alliance Insurance plc. John Lewis Home Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323).

John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Covea Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration no. 202277). John Lewis Specialist Home Insurance is underwritten by Covea Insurance plc. Registered Office: Norman Place, Reading, Berkshire RG1 8DA. Registered in England and Wales (registration no. 613259).

Copyright © John Lewis Partnership
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